Return, Refund, Exchange & Buyback Policy
At Anura, we want every customer to feel confident about their jewellery purchase. This policy explains the eligibility and process for returns, refunds, cancellations, lifetime exchanges and lifetime buybacks.
15-Day Return Policy
Eligible non-MTO jewellery purchased and delivered within India may be returned within 15 days from the date of delivery.
A deduction of 5% of the invoice value will apply to all approved returns.
To qualify for a return, the jewellery must be:
Unused and unworn
In its original condition
Free from scratches, dents or damage
Untampered and unaltered
Returned with the original packaging
Returned with all original certificates
Returned with the original invoice
Returned with all tags and accessories
Returned with any complimentary items supplied with the order
The 15-day return period will be calculated from the date on which the product is successfully delivered.
A return request does not guarantee approval. The product must first pass Anura’s quality and authenticity inspection.
Made-to-Order Products
All Made-to-Order products are created specifically according to the customer’s confirmed requirements.
MTO products include jewellery made according to the customer’s selected:
Design
Gold purity
Gold colour
Diamond specifications
Gemstone specifications
Ring size
Product measurements
Engraving
Personalisation
Special sizing
Design modifications
Other custom requirements
Customised, personalised, engraved and special-size jewellery will all be treated as Made-to-Order jewellery.
No Return or Refund on MTO Products
Made-to-Order products are not eligible for return or refund.
As these products are designed and manufactured specifically against the customer’s confirmed order, they cannot be returned because of:
Change of mind
Incorrect size selected by the customer
Change in design preference
Change in gold colour preference
Change in diamond or gemstone preference
Personal dissatisfaction with a customer-approved specification
Customers should carefully review and confirm all product details before the CAD designing process begins.
Eligible MTO jewellery may still qualify under Anura’s Lifetime Exchange or Lifetime Buyback Policy, subject to inspection and the applicable terms.
Cancellation Policy
An order may be cancelled only before CAD designing begins.
Once CAD designing has started, the order cannot be cancelled because design and production work has already commenced specifically for the customer.
The cancellation request must reach Anura before the order enters the CAD designing stage.
The following products cannot be cancelled once CAD designing has started:
Made-to-Order jewellery
Customised jewellery
Personalised jewellery
Engraved jewellery
Special-size jewellery
Jewellery made according to customer-approved specifications
Approval or rejection of a cancellation request will depend on the production status recorded by Anura at the time the request is received.
For an eligible cancellation, the refund will be processed to the original payment method. Payment-processing charges or other non-refundable costs already incurred may be deducted where applicable.
Products Not Eligible for Return
Returns and refunds will not be accepted for:
Made-to-Order products
Customised or personalised jewellery
Engraved jewellery
Special-size jewellery
Products showing signs of wear
Products with scratches, dents or damage
Products that have been tampered with
Jewellery resized or altered after delivery
Products repaired or altered by a third party
Products with missing diamonds or gemstones
Jewellery returned without its original certificates
Products returned without the original packaging
Products with missing tags or accessories
Domestic gold coin orders
International orders
Any exception must be approved by Anura in writing.
Product Condition Requirements
All products submitted for return, exchange or buyback will undergo a quality and authenticity inspection.
Anura may reject a request if the product:
Has been worn or used
Contains scratches, dents or visible damage
Has been altered or resized
Has missing diamonds or gemstones
Has been repaired by an unauthorised third party
Does not match the original product records
Is returned without the required certificates
Has missing or damaged tags
Shows signs of deliberate tampering
Has been replaced with a different product
Has missing packaging or accessories
A return, exchange or buyback will only be approved after the product passes Anura’s inspection.
How to Request a Return
An eligible return request must be raised within 15 days of delivery.
Through Your Anura Account
Log in to your Anura account.
Go to the My Orders section.
Select the relevant order.
Select the eligible product you wish to return.
Submit the return request with the required details.
Log in to your Anura account.
Go to the My Orders section.
Select the relevant order.
Select the eligible product you wish to return.
Submit the return request with the required details.
Through Customer Care
You may also contact the Anura customer-care team and provide:
Order number
Customer name
Registered mobile number
Product details
Reason for return
Product photographs or videos, if requested
Customer Care Email: [Insert Anura support email]
Phone or WhatsApp: [Insert contact number]
Support Hours: [Insert support days and timings]
Return Pickup
For eligible domestic returns, Anura may arrange a pickup from the original delivery address.
The jewellery must be securely packed inside its original jewellery box and external packaging before it is handed over to the courier partner.
Customers should not paste courier labels or tape directly on the jewellery box.
Pickup availability will depend on the customer’s location and courier serviceability.
Where reverse pickup is unavailable, the customer may be asked to send the jewellery through an insured and trackable courier service.
A return will only be considered received after the product reaches Anura and is acknowledged by the authorised team.
Return Inspection
Once the returned jewellery reaches Anura, it will undergo a detailed inspection.
The inspection may include verification of:
Product condition
Product weight
Gold purity
Diamond specifications
Gemstone specifications
Certificates
Tags and serial numbers
Signs of wear or damage
Alterations or third-party repairs
Original packaging
Accessories and complimentary items
The inspection process may take up to 7 business days from the date the product is received.
The customer will be informed after the return request has been approved or rejected.
Refund Processing
Once an eligible return passes inspection, the approved refund will be processed to the original payment method.
The refund will normally be initiated within 7 business days after inspection approval.
A deduction of 5% of the invoice value will apply to approved returns.
After the refund is initiated, the time required for the amount to appear in the customer’s account will depend on the bank, card issuer or payment provider.
For Cash on Delivery orders or payment methods where a refund to the original source is not possible, the customer may be asked to provide verified bank-account details.
Refund Deductions
The following amounts may be deducted from an approved refund:
5% return deduction
Shipping or reverse-pickup charges, where applicable
Payment-processing charges, where applicable
Replacement-certificate charges
Charges for missing packaging or accessories
Value of complimentary items not returned
Other non-refundable charges communicated at the time of purchase
The final refund amount will be confirmed after the product has passed inspection.
Incorrect, Damaged or Missing Products
If you receive an incorrect, damaged or incomplete product, you must contact Anura within 24 hours of delivery.
Please provide:
Order number
Photographs of the outer packaging
Photograph of the shipping label
Photographs of the received product
Details of the issue
Continuous unboxing video, where available
Customers should not accept a parcel if the external packaging appears:
Opened
Damaged
Resealed
Torn
Empty
Tampered with
Anura will review the packaging, product and dispatch records before providing a replacement, repair, refund or another suitable resolution.
Lifetime Exchange Policy
Eligible Anura jewellery may be exchanged or upgraded at any time under the Lifetime Exchange Policy.
The exchange value will be calculated as follows:
Gold
100% of the net gold weight value calculated at Anura’s prevailing gold rate on the date of exchange.
Diamonds
100% of the eligible diamond purchase value, subject to verification and applicable deductions.
Gemstones
100% of the eligible gemstone purchase value, subject to verification and applicable deductions.
The approved exchange value may be used towards the purchase of new jewellery from Anura.
No cash refund will normally be provided under the Lifetime Exchange Policy.
Lifetime Exchange Deductions
The following amounts will not normally be included in the exchange value:
Making charges
GST and other taxes
Shipping charges
Customisation charges
Engraving charges
Repair charges
Payment-processing charges
Promotional benefits
Complimentary items
Where a discount was given during the original purchase on the gold, diamond or gemstone value, an equivalent amount may be deducted while calculating the exchange value.
Lifetime exchange is applicable to jewellery with a maximum eligible value of ₹5,00,000 per piece, unless otherwise approved by Anura.
Lifetime Buyback Policy
Anura offers a Lifetime Buyback facility on eligible jewellery, including eligible Made-to-Order jewellery.
The buyback value will be calculated as follows:
Gold
100% of the net gold weight value calculated at Anura’s prevailing gold rate on the date of buyback.
Diamonds
80% of the eligible diamond purchase value, subject to inspection and applicable deductions.
Gemstones
80% of the eligible gemstone purchase value, subject to inspection and applicable deductions.
The final buyback value will be confirmed after the jewellery has been received, inspected and valued by Anura.
Lifetime Buyback Deductions
The following amounts will not be included in the buyback value:
GST and other taxes
Making charges
Shipping charges
Customisation charges
Engraving charges
Repair charges
Payment-processing charges
Promotional benefits
Complimentary items
Where a discount was given during the original purchase on the gold, diamond or gemstone value, an equivalent amount may be deducted from the buyback value.
Lifetime buyback is applicable to jewellery with a maximum eligible value of ₹5,00,000 per piece, unless otherwise approved by Anura.
Exchange and Buyback Conditions
To qualify for lifetime exchange or buyback:
The jewellery must have been purchased from Anura.
The original invoice should be provided.
Original certificates should be submitted.
The product must pass Anura’s quality inspection.
The product must pass Anura’s authenticity verification.
Diamonds and gemstones must match the original product records.
The customer must complete the required identity verification.
The submitted jewellery must be traceable to Anura’s records.
Anura may reject or revise the valuation if:
The jewellery has been materially altered
Diamonds or gemstones are missing
Stones have been replaced
The jewellery has been repaired by an unauthorised third party
The product cannot be authenticated
The submitted jewellery does not match the original records
The original invoice or certificates cannot be provided
Missing Certificates
Original jewellery, diamond and gemstone certificates should be submitted for returns, exchanges and buybacks.
If a certificate is missing:
The request may be delayed
A replacement-certificate charge may apply
The valuation may be reduced
The request may be declined if the product cannot be authenticated
International Orders
The 15-day return and refund policy does not apply to international orders.
International orders may be eligible for Lifetime Exchange or Lifetime Buyback only after confirmation from Anura.
For an approved international exchange or buyback, the customer will be responsible for:
International shipping charges
Shipment insurance
Customs duties
Import and export taxes
Brokerage charges
Customs-clearance fees
Required customs documentation
Anura will not be responsible for jewellery lost before it is received and acknowledged at the designated Anura location.
Domestic Gold Coin Orders
Domestic gold coin orders are not eligible for return or refund.
Exchange or buyback eligibility for gold coins, where available, will be communicated separately.
Policy Misuse
Anura reserves the right to reject a return, refund, cancellation, exchange or buyback request in cases involving:
Fraudulent activity
Product substitution
Certificate tampering
Deliberate product damage
Repeated or excessive returns
Misuse of promotional offers
Incorrect or misleading information
Unauthorised alteration or repair